Profile- Order Management Specialist
Job highlights
- Drive insights and innovation proactively and as requested. Desired:-. 1-3 years experience in SCM / Order management
- Knowledge experience on any type of workflow tool,or ticketing tool
Job description
Role purpose:-
- Working with business stakeholders, suppliers, manufacturers, and vendors all over the globe and ensuring Delivery SLA adherence.
- Handle calls & emails; make proactive phone calls to customers as and when needed.
- E2E Supply chain management, new orders, Provide Order status, handles order and service-related queries.
- Help Desk Support
- Basic troubleshooting, and resolving rickets. FCR.
- Escalate the issues as appropriate to the relevant Stakeholder, Management.
- Reporting, weekly reviews, and dashboards.
Key accountabilities (Role Description):-
- Turnaround time of requests
- Adherence to SLAs
- Productivity/throughput
- Quality of the delivered service
- Update documentation for new processes and changes
- Ensuring that SLAs are being adhered to.
- Manage Escalation of requests to Managed Services in line with defined SLAs as appropriate
- Working as part of the team to ensure the department offers World Class Customer Service at all times.
- Resolve, troubleshoot, Order, ensure E2E Order management flow is being followed, Revert to customer order queries and timely notifications
- Liaising with Account and service managers and respective stakeholders
- Second and third-level resolver groups.
- Liaise with operating company representatives to formulate standard solution deliveries
- Liaise with Business stakeholders, manufacturers, partners, and other teams
- Liaise with the IT community, technical experts, Implementation consultants, and onboarding teams
- Works collaboratively with other team members to deliver tasks
- Provides coaching and support to transfer technical & data knowledge
- Proactively provide business benefits
- Drive insights and innovation proactively and as requested
Desired:-
- 1-3 years experience in SCM/Order management
- L1, L2 Service Desk
- Knowledge experience on any type of workflow tool, or ticketing tool.
- Excellent communication skills
- Familiarity with call logging systems
- Comfortable working under pressure
- Excellent problem-solving skills
- Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
- The ability to be an effective team player is essential
- Understanding of Order management/SCM
- Should be able to perform routine activities like – Accept Orders/Order Validation, Update order Library, Order fulfillment, , Delivery tracking, s, Customer notifications, Order Forecasting, Reporting, Stock Replenishment Accept Orders, Notify Customers, Reporting, Managing, raising, creating incidents, service requests, Add/Remove/Modify User, Add Users to Groups, Password Maintenance, Level 1, Liaising with other resolver groups, Triaging if necessary, Weekly Monthly Reporting